ISG helped its federal client update and upgrade enterprise-wide service management practices.
Opportunity
An Australian federal government agency had a 10-year-old contract for IT service management (ITSM) that would expire by 2025. The contract also included other IT services that had become outdated, used old processes, and was not focused on operational outcomes. Replacement of the contract for service management services was critical to support the agency’s vision by ensuring fit-for-purpose supplier arrangements to maximize the value of new contracts and realize the benefits of new directions in technology. Changes to the operating model were proposed to significantly increase the number of vendors in the client’s environment.
Imagining IT Differently
ISG developed a strategy to make enterprise service
management (ESM) a separate contract, using a service provider tasked
specifically with ITSM responsibilities.
ISG also worked with the client to update decade-old scope and align it
with current market capabilities. The
new contract would establish the role of an independent ESM service provider to
better coordinate and manage the agency’s expanded multi-vendor environment
(MVE). Service levels were updated to
reflect the ESM’s role as both service integrator and coordinator for all ITSM
services across the members of the client’s MVE who would deliver IT
infrastructure services.
Future Made Possible
- The result was refreshed ITSM practices to ITIL 4 and better focus on performing Service Integration and Management (SIAM), which didn’t exist when the old contract was originally signed.
- ITSM scope was now configured to better leverage the workflow processes of the client’s ITSM tool, providing for automated processes that reduced the need for manual activities.
- Both internal and external service providers now used common ITSM practices, leveraging an operating model that featured a common contractual framework.
